Mwangaza: Client satisfaction means the world to me

Having started her career as Customer Service Assistant at one of the biggest retail stores in the country two decades ago,  she was promoted to Supervisor after just three months. It was through commitment and hard work that she kept moving up the ranks and became Store Manager responsible for overseeing all aspects of stock management and operations. 

The role allowed her to develop a keen eye for detail and the ability to make informed decisions that benefited both the company and its customers. Seven years later she moved to the telecoms industry.

This is Mwangaza Matotola, Head of Customer Experience and Operations at Tigo Tanzania.

“As a new entrant, I had limited knowledge of telecoms services, but I was fortunate enough to work with teams that were willing to support and guide me. With their assistance, I quickly became well-versed in the industry and my career progressed steadily,” says Mwangaza.

In her telecoms journey, she climbed the ladder from being an Analyst to Loyalty Coordinator, managing  high-value customers, overseeing engagement, retention and service excellence in contact centres and leading teams that build capacity through training and development programmes.

“I had opportunities to participate in various programmes and training sessions supported by the company. Some of these include leadership training and the Female Future Leader Programme Association of the Association of Tanzania Employers both in Tanzania and outside the country,” she says.

Finally, she was appointed Head of Customer Experience and Operations and is currently responsible for leading end-to-end customer experience strategy definition, planning and operational execution, leading over 700 support teams and at least 300 touchpoints countrywide.

Over the years, what has inspired Mwangaza’s career journey is the transformation of customer service and leading teams. The shift from addressing customer complaints to focusing on the entire customer journey experience has been a driving force for her.

”It is inspiring to see how the company has shifted the mindset to prioritise customer centricity, making the customer the centre of all conversations and decisions and simplifying journeys through digitising and services automation.

“I envisioned myself in a leadership position where I could make a difference. I wanted to lead a department that was crucial to the success of the organisation and customer experience being one of them,” Mwangaza adds.

On weather Tigo Tanzania has a specific policy or programme that aims to empower women to grow their careers, she says Tigo strongly believes in the importance of empowering women to advance their careers.

As part of Tigo’s commitment to gender diversity and inclusion, the company has implemented various policies and programmes aimed at providing equal opportunities for women to advance their careers within the company.

One of Tigo’s most notable initiatives is the Women in Leadership programme, which is designed to identify and develop high-potential female employees for leadership positions within the company.

 Through this programme, Tigo provides targeted training and development opportunities, mentoring, coaching and networking opportunities to help female employees enhance their skills, gain visibility and advance their careers.

In addition to the programme, Tigo has policies in place that promote work-life balance and support the needs of working mothers. These include flexible working arrangements, extended maternity leave and much more, Mwangaza says.

Tigo recently took a big step towards empowering women by enrolling them in the Female Future Leadership Programme offered by ATE to enhance the skills and capabilities of women, ultimately elevating their leadership potential through board competencies.

On what derails women’s progress in the corporate world, she says, “It is important to acknowledge that in order to understand the factors that hinder women’s progress in the corporate world, we must also recognise the many women who have already achieved success in leadership positions within top companies.

“Success is not easily attained, but it is through overcoming challenges and learning from our experiences that we can become effective leaders. However, becoming a leader requires determination rather than mere chance.”

To achieve success, Mwangaza adds, it is crucial to have the confidence to believe in oneself and the ability to take bold actions. Actively seeking opportunities to network, establish relationships, and acquire new skills and knowledge is also essential.

“Overcoming these challenges and working towards creating an inclusive and supportive corporate culture is vital in empowering women and promoting their progress in the workplace. It is important to always strive to do our best, and trust in God to take care of the rest,” adds Mwangaza.

On what helped her most when she was striving for career success, she says her unwavering passion for customer service experience has been a key driving force.

“Building strong relationships with my team, colleagues and leaders has contributed to my success. By fostering a culture of collaboration and open communication.”

Mwangaza also mentions her ability to adapt to change. The business landscape is constantly evolving and being able to pivot and adjust course quickly has been essential.

“I have always been willing to embrace new technologies, processes, and ideas, which has allowed me to stay ahead of the curve and remain relevant in a rapidly changing industry,” she adds.

She describes her leadership style as the one focused on inclusivity and collaboration. She believes in working closely with her team from the development of a strategy to its implementation and achievement. The approach has fostered a sense of ownership among my team members, and everyone takes responsibility for the success of the team and department.

“One of the key aspects of my leadership style is also developing my team members to take on managerial roles within the organization and beyond. I am proud to see my team members excel in their careers and take on leadership positions within the organization. I believe in leading by example, empowering my team, and fostering a collaborative work environment,” says Mwangaza.

Her guiding leadership principles include self-respect, which involves setting boundaries, being clear on her values and ensuring that her actions align with her beliefs.

Others are respect for others and rewarding and recognizing performance.

Mwangaza’s advice to women who are just embarking on their career journeys is they should have a mentor or role model who can provide guidance and support can be invaluable in the early stages of their career.

“Seek someone who has achieved success in their field and who can provide them with insights, advice, and support as they navigate their career. We have quite a decent number of such role models,” says Mwangaza.